Please tell me about the refund of selling fees in return cases.

[tokky-plus]

Hello.

I sold the product to the buyer and shipped it.

However, after shipping, the buyer refused to accept and opened a return case.

I accepted the return case and advanced the status to the point where I was about to get a refund.

I was checking with the shipping company to find out the status of the package, the taxes it was incurring and the return shipping charges.

The buyer then escalated the case.

eBay "held" the case and issued a forced refund to the buyer.

This response to ebay's support is wrong. There should have been no need to hold the return case. I have no problem refunding the buyer, but I have asked him to refund me the selling fee and remove the damage to my account health.

ebay support has removed the damage to my account health but says they will not return the sales commission.

I think this time eBay support made the wrong decision to hold the return case and forcibly refund without checking the situation. Please point this mistake out to ebay and advise if it is possible for me to get my sales commission back from ebay.

[kensgiftshop]

Sorry, when Ebay gets involved in a return, they don't refund the FVF.

[tokky-plus]

Your opinion was helpful.

Please tell me more.

During the return case period, the buyer escalated the case and put the case on hold, resulting in a forced refund to the buyer.

There was still quite a long time left in the return case and I had accepted the return. When the item came back, I was going to refund my money.

However, the buyer escalated the case and ebay put the case on hold. I think ebay support's judgment is wrong.

Can I have the item I sent to the buyer returned? Since the product cannot be returned due to the influence of ebay support's decision, can ebay be held responsible?

[ckimodog]

@tokky-plus 

Hi 

Sorry for your situation.  Unfortunately customer service is known for giving out poor and false advice & I'm sorry you had to experience their short comings here on eBay. However customers cannot refund you the costs.  As  @kensgiftshop  replied, once eBay steps in there is no refunding. 

What I can suggest is that you reach out on social media to see what a better means of customer support can suggest and advise:

https://www.facebook.com/ebayForBusiness/  

These are US CS agents who are eBay employees and may better serve you.  Many positive posts here on this forum with their ability to be helpful.

Give it a try and hope it works for you.  

Good luck.

[vintagecraze50]

So the buyer opens a return case BEFORE THEY EVEN GET THE ITEM? CORRECT? If so you can approve the return, which I hope you did right away because the buyer can then switch to escalating the case to ebay. When that happens you loose the final value fee because they assume you are fighting with the buyer over the return. Then becuase this item has not even been delivered you need to make sure that the package IS COMING BACK TO YOU. Have you checked the tracking or made arrangements to call the shipper and get the package recalled?.If they refuse it it should be forewarded back to you. And is this an international shipment? IF SO, That is going to be even more complicated getting it back.

[vintagecraze50]

Sorry. I see you got the item back. JUST REFUND THE PURCHASE.

[vintagecraze50]

You have to refund this stuff pretty fast or the buyers can do this kind of stuff by escalating the case.

[vintagecraze50]

The seller gets a certain amount of time to do the refund. If you went beyond that period the buyer can escalate. IF Ebay has to do the refund not you you loose the FVF. That should be the only way you would loose the FVF.